Tenant Satisfaction Measures FAQs

We use a mix of survey methods, so customers can take part in a way that works for them. Most surveys are completed by telephone, with some completed online through an email link. A small number of interviews are carried out face-to-face, to support accessibility and inclusion.

Telephone interviews are carried out at different times of day, and on different days of the week, to help reach a broad range of customers. Face-to-face interviews are carried out using the same structured survey approach, so responses can be compared consistently.

The Regulator of Social Housing requires us to survey a sample of our tenants living in ‘low-cost rental accommodation’ (including general needs, affordable rent, independent living, supported housing, intermediate rent and temporary social housing) and those living in ‘low-cost home ownership’ (shared owners).

For a landlord of our size, we’re required to survey 2,225 tenants and 521 shared owners.

In 2025/26, we surveyed 2,448 tenants and 579 shared owners.

	Telephone	Online	Face-to-face	Total
Tenants	2,097	81	270	2,448
Shared owners	502	5	72	579
Total	2,599	86	342	3,027

Our results for 2025/26 include all registered providers in the Group, including Tower Hamlets Community Housing and those owned by Pinnacle Group.

Some customers weren’t included in the reported TSM scores:

Leaseholders, as their homes are managed according to the terms of their lease and are not regulated by the Regulator of Social Housing. However, we collected 350 TSM-like surveys with a representative sample of leaseholders, to ensure we understand their needs and satisfaction level.

Agency-managed supported housing customers, who needed an ‘easy-read’ version of the survey. We carried out a separate easy read survey of these customers, investigating satisfaction levels on similar service areas of our main TSMs.

In exceptional circumstances, some households were excluded, so that the survey did not interfere with sensitive or ongoing situations. The table below shows the number of cases excluded for each reason:

Open disrepair case	324
Deceased	232
Open antisocial behaviour case	81
Open complaint case	75

We include a range of customers and homes to make sure the survey results are a true reflection of our performance. For example, if 40% of customers live in two-bedroom homes, we aim to include 40% of these customers in the survey.

We check our sample is representative against these categories:

• Stock type (tenure)
• Building type (flat, maisonette, house etc)
• Property size
• Geographical area
• Age of customer
• Ethnicity of customer.

When our research company makes telephone calls, a computer-generated random sample is used to select who to contact. We also monitor completed responses throughout and target underrepresented groups where needed. Our TSM methodology (PDF, 137KB) provides details of how many customers from each group were interviewed.

We didn't offer incentives to take part in the research.

The survey was completed in three waves:

• June to August 2025: Most responses collected
• November 2025 to January 2026: Continued data collection and underrepresented groups targeted
• February 2026: Remaining gaps filled to ensure results were representative.

Most telephone surveys took between 8 and 15 minutes, depending on how much feedback we received. Face-to-face surveys took about 30 minutes and usually took place in a customer’s home.

All landlords ask the same questions, following guidance from the Regulator of Social Housing. This means customers can compare the performance of different housing providers.

We also ask some questions to help us to understand why people give the scores they do.

The questionnaire is similar for tenants and shared owners, although shared owners aren’t asked questions about repairs in their homes, because they’re not our responsibility.

No, our results reflect the representativeness of our customers, ensuring no additional weighting was needed.

Our Customer Research team works closely with our research providers to monitor survey results against the Regulator of Social Housing’s requirements. Our Risk and Governance team also audits the results to make sure they’re accurate.

We also make sure the final results are checked before publication, including review by our Customer Research, Risk and Governance teams.

TSMs help us to shape the improvements to our services to ensure they continue to meet the needs of our diverse customers and their communities.

TSMs are designed to help customers understand our performance and to hold us to account, so publishing and promoting these is a vital part of improved transparency.

We report our TSMs to the Hyde Group Board and our customer involvement groups.

We also provide more detailed analysis to help us understand the views and priorities of different types of customers living in different types of homes, in different places.

We share our approach and experiences with other housing providers, to help with learning and best practice.